Production Support Engineer

Dynasty Financial Partners • St Petersburg, FL

2d

About The Position

The Desktop/Prop Tech Production Support Specialist is a senior, hands-on investigator on the Production Support team. The role owns escalated Tier 3 tickets related to desktop applications and proprietary technology, diagnosing cross-cutting issues across the technology stack and driving them to root cause. The engineer reads logs, traces distributed systems, and uses read-only production database queries to reproduce and investigate problems before providing engineering with a clear, documented fix path.

The role also monitors production alerts, identifies workarounds for affected users, helps manage and prioritize the Tier 3 backlog, maintains troubleshooting playbooks, and partners with QA and Release Validation on regression coverage for diagnosed issues.

Requirements

• At least 3 years supporting or engineering production systems, with direct exposure to Fintech applications used for Portfolio Management, Trading, or Client Management.
• Broad, cross-system knowledge of a Prototypical Financial Advisor’s technology stack, with the ability to work across application, service, and data layers.
• Working proficiency in SQL for read-only production database investigation.
• Experience reading application and infrastructure logs and tracing issues through distributed systems.
• Strong root-cause methodology, including distinguishing symptoms from causes and validating hypotheses before escalation.
• Clear written communication for ticket documentation, playbooks, and stakeholder updates.
• Comfort operating under SLA pressure and prioritizing a live Tier 3 backlog.

Nice To Haves

• Experience with the Dynasty Technology stack and/or Dynasty Desktop and Data.
• Familiarity with Azure DevOps (ADO) for logging bug work items.
• Prior experience with AI-assisted triage or support tooling.
• Exposure to service desk platforms such as Zendesk.

Responsibilities

• Own Tier 3 tickets escalated from Tier 1/2 support related to desktop applications and proprietary technology.
• Perform root-cause analysis across distributed systems by reading logs and tracing requests to isolate issues.
• Query production databases using read-only access to validate hypotheses and reproduce reported issues.
• Monitor production alerts for the Desktop/Prop Tech pillar and respond proactively.
• Determine workarounds for affected users while permanent fixes are developed.
• Develop clear requirements for solutions after diagnosis and hand off a documented root cause to the Bug Fix/Maintenance Engineer.
• Log and help prioritize the Tier 3 backlog in partnership with the Production Support Manager/Lead, Product, and Dev teams.
• Contribute to and maintain playbooks and workbooks covering common and recurring desktop/prop tech issues.
• Partner with QA/Release Validation on regression coverage for diagnosed issues.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed